Backed by our expert engineering and network operation teams
Network and data centre infrastructure
We guarantee that both the network connectivity and data centre infrastructure will be available 99.999% of the time in any individual calendar month.
Cloud server infrastructure
We guarantee that all physical cloud server nodes will be available 99.999% of the time in any given calendar month, excluding any live recovery that might occur (details below).
Live recovery and migration
We guarantee that if a physical cloud server node was to fail, all cloud servers running on that node will be automatically restarted without user intervention in a maximum of 15 minutes.
Unavailability shall be measured from the time at which the customer validly informs us of their connection(s) being unavailable, or our monitoring systems detect a fault.
Any unavailability caused by any of the following shall not be included as unavailability as detailed above.
- Failure of customer’s software.
- Acts or omissions of the customer or any person or user of the Services authorised by the customer.
- Hacking, spamming, virus or other hostile computer programs.
- Scheduled maintenance (as long as it is notified at least 72 hours in advance).
- Events or circumstances beyond our reasonable control.
- Any events of force majeure.
Any services marked ‘beta’ or ‘beta test’ on the control panel are excluded from this service level guarantee.
If we fail to achieve the levels detailed above, you will be able to request an appropriate credit as detailed below. This credit will be an amount of units to be added to your account based on the units you have used (and have not been credited back) in the 30 days prior to the incident occurring (monthly units), and based on the total up time in those 30 days. If more than one incident occurs, they will be considered together.
Network and data centre infrastructure:
If any part of our network or data centre infrastructure (excluding the physical nodes) experiences downtime, we will credit 5% of the monthly units for each 30 minutes of downtime, up to 100% of the monthly units.
Cloud server nodes
If as a result of any cloud server node you experience an outage of longer than 15 minutes during live recovery, we will credit 5% of the monthly units for each additional 30 minutes of downtime that occur, up to 100% of the monthly units.
Application of credit
For the avoidance of doubt, the total amount of units credited will not exceed 100% of the units used within the preceding 30 day period, regardless of the number of claims. All credits will be applied to the unit balance in your account and are not refundable in cash.